800.801.0018 | info@automotiveMastermind.com
©2020 automotiveMastermind®. All rights reserved. | A business unit of IHS Markit™
LEARN MORE ABOUT MARKET EYEQ
automotiveMastermind.com
2. Think Beyond the Sale
You may think your dealership is limited in your available options to digitize the customer
experience, and in some ways, you may be right. You probably don't have an entire video
team with full capabilities in your dealership. However, there are plenty of cost-effective
options for dealers to digitize the customer experience by investing in the right tools and
processes.
Start with simple steps, like taking your credit
applications online and providing customers with
manufacturer-created digital test-drive options. These
digital options are almost always available at no cost –
and are excellent ways to collect customer data and
build value with potential buyers as they shop online. As
you quickly develop your relationship, the information
collected by your CRM and DMS can be analyzed
through your advanced marketing tools to further
improve the accuracy and efficacy of your efforts.
3. Commit to Exceptional Customer Experiences (Online and Offline)
No matter which platform a customer wants to use to submit their credit application or schedule
a test drive, above all else, every interaction with your dealership should represent your
dealership's core values and brand.
To customers, there is no difference between buying in-person and
online. Your inventory, pricing and process should all be obvious,
simple and straightforward. Your website should be a digital
reflection of your dealership, with all the information your
customers need to purchase the car of their dreams.
Taking an omnichannel approach is more than just understanding
how people use the Internet to search for vehicles. A real,
sustainable plan for success requires a deep dive into critical
processes and systems, along with a realignment of the way you're
doing business.
In the end? Transitioning to an omnichannel strategy means a
better customer experience so happy customers share great
feedback about your dealership and come back to buy over and
over again.
Interested in learning how Market EyeQ can empower your dealership to improve its omnichannel
sales strategy? Request a demo today.
IHS Markit: 2020 Vehicle Buyer Journey
AUTO BUYERS TOP THREE
REQUESTED ONLINE
TOUCHPOINTS:
1.
2.
3.
IHS Markit: 2020 Vehicle Buyer Journey
OF ONLINE VEHICLE
BUYERS FOUND
THEIR RECENT
ONLINE PURCHASE
EASIER THAN THEIR
PREVIOUS
TRANSACTIONS.
74%
USE ONLINE
FINDING THE RIGHT VEHICLE
NEGOTIATING PRICE
ARRANGING A TEST DRIVE